Hello All,
I am trying to make so that from SOW the agents would be able to create a knowledge articles from a resolved incident by selecting the most correct KCS template.
The OOB functionality directly generates an article with some standard template from the kb_template_incident_kcs_article_html table which is different than the templates in the Knowledge Base.
Can you help me resolve this?
Hi @hellow ,
What i can see from your screenshot, you are using "Service Desk" Knowledge Base !!
The Article Templates are used from the Knowledge base itself, if there is no template mentioned, then it takes the default one.
So if you want to add a Article Template, then you ned to add your Article template to the Knowledge base.
Navigate to Knowledge > Knowledge base
Open your the Service Desk Knowledge Base from the list and once the record is open, scroll to the relsted list "Articles Templates" and use "Edit" to add your required Template:
